help desk?

Yes, you will deal with morons, yes, the morons will try to do stuff before they call you sometimes....

Take it slow, be polite, make them do the stuff again that they said they already did, and always start with a reboot...

Ask questions.. ask a lot of questions.

Some people will know what they're doing.. then some people you'll say, "click on start, control panel, and when that comes up..." They'll cut you off..."Start, all programs.. accessories.. system too. hang on, I'm going to try something."

Chances are most of the problems are reoccuring things and they'll tell you what needs done.. or they'll be really simple. But once you get the on the phone and you fix the first problem, get ready for a "oh wait, I have a second problem."

You will inevitabily run into 'that guy' who hates the Help Desk, complains about you guys all day, and wants his stuff fixed right away, ties you up all day even if you do manage to fix his problem. Best way to treat that guy? Be nice, let him vent, explain to him exactly what you're doing, go slow so he follow along and thinks he knows what he's doing with you.

The biggest problem with IT is that they never explain what they're doing to someone's computer. Regardless if you fix it or not, explain to them what you're doing, talk to them.. make them like you because generally, Help Desk isn't popular among the (L)users. Explain yourself and you'll find the people talk to others about you, say good things.. if you just fix it and don't talk to them, you won't leave an impression on them and you won't leave a good image of yourself on them.

Its not as important to know everything.. its more important to be personable. They see you as a service instead of a coworker. Make them realize you're coworkers, a preson, even if they don't see you. It'll make your job a hell of a lot easier and less stressful.

Its not that bad.. after a day or two you'll have seen it all except for a rare care here and there.

Don't accuse anyone of doing anything wrong.. they'll get defensive really quick and it won't make it fun dealing with them. Oops, you hit a porn site, had spyware installed and now you keep getting pop ups and your computer runs slow? Don't worry, happens all the time to everyone..

Stuff like that.. they've learned their lesson 9 out of 10 times and they're not going to feel like they need to be defensive or lash out at you.

Follow your own damn advice. You could have said "This is going to hurt."

lol, thanks for all the feedback, your analogy is understood by me, but it doesn't really happen here (saudi arabia) as you know, all (most) of that is filtered so i'm glad i won't be seeing much of that problem.

Ara

is this wingdings first and only serious post? HE'S CURED!!!!
more nice posts to come?

EDIT: then again, maybe not ^^^^

Memorize this

Now you can answer him!

You're a help desk. You must KNOW ALL!

THIS is required reading for anyone manning a helldesk.

You will also come accross the occasional customer ...Like Me.
One who realizes the person at fault is not the one to whom he is speaking ,yet wants to bash somene anyway.

I have built many boxes in my day...but I have had 2 game boxes built for me by CyxxxPowerInc.com The 1st one They had an option for preloading XP with all current updates and running a 25 point test to make sure that when it arrived at the door ,it was simply open the box Plug it in & go....for $25.00 I liked the Idea.

Well it arrived with a corrupt reg. Needless to say I was pissed.
2hr's to get through to their tech support line , was put on hold & beep boop beeeee...disconnected....Looked through all the paperwork & found a # for the sales dept....Wow got right through on the 1st try! Asked for an RMA# Whoa...Hold on sir what seems to be the problem? so I explained in a very civil manner about my problem with both the system & their tech support line & was immediately connected to a tech, who ran me through their password protected restore console...Then I asked him what about the extra $25.00 I spent to have all this crap done for me ....
"Sorry I can't help you with that sir I'll have to conect you to sales"
...Beep Boop Beee....Disconnected...So now I'm smoking! call the sales # again...New salesman now...Hold sir I have to get intouch with the tech that helped you to verify your claim...Now the battery in my cordless phone runs out...This fiasco is going on 3 1/2 hr's now...I get to a hard lined phone (in another room) Call sales back...3rd salesman now... I ask for the 2nd one again as he should know whats up by talking to the tech...Sorry sir he's busy on another call ,Please hold...20 min's later he picks up, How may I help you? the first words out of my mouth,"Just give me a Fu[b][/b]cking Rma # cause' you're getting this piece of sh[b][/b]it back"!!!
"I'm sorry sir since your problem was properly resolved I'm not authorized to issue an Rma".

"Then give me your fu[b][/b]cking boss"!!!
After ripping him up & down & threatening him with the local TV news consumer watchdog, He gave me a choice between an Rma...Or a 25% voucher off my next purchase...I setteled down & decided 25% off can be a big chunk of change & took it...
2 yrs later bought another system from them but simply had the drive formatted & had them send me a copy of XP pro to install myself....The little authorization # they sent me was for XP home & windows wouldn't activate...Arrrrggg!!!!
Apparently they're not allowd to give me a good activation # over the phone...They have to send me one of those lil' stickers & I have to return the sticker from the unit...Removed with a hairdryerso it dosent rip..If it rips they'll charge my credit card... Thats another similar story...Suffice to say I'll never buy from CyxxxPowerInc again....


But Ya...Sometimes its not the customers fault for having a mental meltdown on the phone.....

hmmm, thanks for all the replies, then the occasional pissed customer it is.

Ara

...And that is how you wind up in Wingy's fantasies...

And yet once again we have come to the point where men are divided by a common language. Although our languages are in fact a common denominator, they are also at times a divisor.

Point in fact: "bloody egg custard"

This can be read at least two different ways, or to be more specific, the word bloody can be interpreted differently depending on which side of the Atlantic Ocean you happen to reside. Bloody, in the UK is often used as a swear word to accompany and apply emphasis on that which follows. Lord only knows what they use when the spilling of actual blood happens. But since this type of event is limited to rowdy football fans most people are too drunk at the time to worry about it.

In the US bloody is not used in this manner except by those wishing to present a transparent and laughable faux British personna. In the US we have replaced bloody with a variety of words. Such as; Goddamn, Fu[i][/i]ckin', etc, etc.

Which brings us back to the egg custard and my question.
Is it a fu[i][/i]ckin' egg custard or a bloody egg custard? Or, since this is a Wingy fantasy perhaps it is a fu[i][/i]ckin' bloody egg custard.
[/pleonastic bullsh[i][/i]it]

So if you were upset about getting blood on your shirt, it could be a bloody bloody shirt?

Yes

*snickers*

No, that's just plain gay. But you already knew that.

We could have guessed anyway by the sounds of crotch slapping against buttock.

The sounds of them both groaning and gasping only adds to the sickening thought of their unhygienic activities.

Just tell them to f*ck off, it's friday. Even if it's not. Generally they won't call back, and
if they do, it'll be really funny.